The best way to complain?

[Metaphysical]

Recently where I work there was a mailing campaign to over 200 companies. This was completed on time, but not to the best quality it could have been (due to a new database system that has various bugs in it).

After it was completed I received an e-mail from the marketing director that was condescending, belittling and felt like I was being talked down to.

I thought this was out of order, especially from a director, so what is the best way to go about making a complaint?

[andy hughes]

Beware the instant response regretted later - specially with the advent of e-mail. Unless you are of an equal or seniour grade, I would be inclined to leave well alone. If you receive any more complaints - write to the individual advising that their commenst have been oted, and you are trying to correct the issues raised. I work for BT so I know a lot about complaints - and if it's not taking money out of your pocket, or causing you direct probems, the best answer is always to leave well alone, unless you can offer genuine solutions politely.

[woodpam]

The marketing director needs to know the conditions under which you had to get the mailshot out so that he or she can put some pressure on to get the database sorted out.
If it was me, I'd send an e-mail back thanking him/her for the feedback, explaining what went wrong and asking for his/her assistance in solving the problems that led to the disappointing result.
If you keep your tone friendly and professional and completely ignore the rudeness in the e-mail you received, he/she will probably feel a bit ashamed of the tone of the e-mail and think a lot more highly of you for promoting a more business like exchange of views.

[j2buttonsw]

Don't get mad, get even: you have his email address so use it to post on every available nasty porn/unsavory newsgroup sight or, even better, mail bomb him!

[Miss Zippy]

I agree with Andy and Woodpam, although it may not be what you want to hear. A formal complaint against a director could lead to repercussions and cause harm in the long run. Lots of employment tribunal cases I've been involved, involving the dismissal of an employee (constructive and actual) have root causes in a problem similar to yours that escalated out of proportion. I'm not suggesting anything that extreme could happen here, but don't let the matter get out of hand. The director certainly appears to have acted unprofessionally and to act in the way he did shows he is clearly under stress. Not that that's an excuse, but don't stoop down to his unprofessional level and give him ammunition for causing you further upset. Do you have the sort of relationship where you could arrange a meeting with him to talk through the problems you experienced with this mailshot and what needs to be done to help ensure it doesn't happen in the future? Good luck.

[Metaphysical]

Thanks for your comments!

I have on previous occasions attempted to talk to the director in question about other issue (not complaints), but I generally get a comment back like, "It's not my concern" or "I don't care, just do it!".

I believe that the direct does a very good job and that it's just his tone and manor of communication that is the issue (to all staff and also some customers).

[Gef]

If you are a member of a trades union then you should take up the matter with them.

[templeman]

Nice one Gef. That should just about wind the Marketing Director off the clock !! I would suggest that has to be a very last resort after all other niceties have failed.

[Gef]

Nice one too templeman. I'm afraid that harassment at work has nothing to do with niceties. Trades Unions are there to protect employees from just this sort of thing. Why do you think that so many (bad) employers ban Trades Union membership?